Masud Saikh
Resident Manager
Howrah
Summary
Accomplished Resident Manager with over a decade of experience driving high performance in hotel operations. Expertise in operational efficiency, team leadership, and financial management consistently results in significant increases in guest satisfaction scores, Net Promoter Scores (NPS), and overall profitability.
Overview
4
4
Languages
15
15
years of professional experience
Work History
Resident Manager
MGM Muthu Hotels
10.2025 - Current
- Managed operations for business hotel with 1054 rooms and multiple outlets to ensure guest satisfaction and operational excellence.
- Led cross-departmental operations, including Rooms Division, F&B, Engineering, Security, Spa, and Sales, to enhance service delivery and operational synergy.
- Personally handle VIP guests, long-stay guests, corporate clients, and guest complaints.
- Supported preparation and execution of annual budgets and business plans, aligning financial goals with operational strategies.
- Support preparation and execution of annual budgets and business plans.
- Monitor departmental expenses and payroll to ensure alignment with revenue.
Hospitality Manager
Lohono Stays by Isprava
10.2021 - 10.2025
- Spearheaded a team of 100+ personnel overseeing all aspects of hospitality operations, ensuring top-tier guest services and facility management for more than 120 ultra luxury villas.
- Achieved record high revenue of INR 800M through strategic operations and guest engagement.
- Led the operational excellence project to achieve the NPS of 85% for FY 24-25.
- Implemented comprehensive training program, elevating guest satisfaction scores by 25% within one year.
- Generated financial reports and controlled P&L, sustaining profitability and cutting costs by 12% without compromising the quality of services.
- Led operational excellence project, resulting in NPS of 85% for FY 24-25.
- Built a high performing core team reducing attrition by 2% than PY.
Hotel Manager
Ginger Hotels, an IHCL brand
04.2012 - 03.2021
- Managed day-to-day operations for a 70+ unit hotel, improving operational efficiency and guest satisfaction through strategic planning.
- Managed annual revenue of 200M, overseeing a team of 50 to drive financial performance.
- Oversaw the hiring, training, and mentorship of a staff of 80, raising service standards and reducing staff turnover by 18%.
- Managed annual revenue of 200M with a team of 50.
- Coordinated the renovation of guest rooms and common areas, completing the project 10% under budget and 2 weeks ahead of schedule.
- Developed and implemented additional revenue streams to enhance overall hotel profitability.
- Led CSR projects for the region, fostering community engagement and positive social impact.
Front Office Executive
Country Club
08.2011 - 03.2012
- Coordinated with Front Office Manager to oversee team of 3 associates during shifts, enhancing inter-departmental collaboration.
- Enhanced guest service protocols, leading to a 15% improvement in guest return rate annually.
- Assisted Front Office Manager in creating staff duty rosters to ensure adequate coverage.
- Provided personalized butler service to multiple VIP guests, ensuring exceptional hospitality.
- Served as concierge desk associate, assisting guests with inquiries and reservations.
- Performed duties as night auditor, managing financial transactions and guest check-ins.
Education
Bachelor of Science - Hotel Management
Himalayan University
Itanagar, Arunachal Pradesh, India05-2016
Diploma - Hotel Management & Applied Nutrition
The Institute of Education & Management
Tamluk, WB, India03-2011
Skills
Resident engagement
Property management
Community engagement
Operational management
Budget management
Financial oversight
Collaborative team management
Employee training
Standard operating procedure development
Microsoft Office expertise
KEY ACHIEVEMENTS
Reduced Operating Costs - Strategically realigned operations to reduce costs by 12%, improving EBIDTA., Increased Guest Satisfaction - Initiated a service-focused training program that helped reaching the CSAT score to 95%, 85% NPS - Increased guest engagement and better empowerment matrix helped achieving 85% of NPS for FY 2024-25., Award-Winning Customer Service - Hotelier India Award for Front Office Manager of the Year in 2018
Timeline
Resident Manager
MGM Muthu Hotels
10.2025 - Current
Hospitality Manager
Lohono Stays by Isprava
10.2021 - 10.2025
Hotel Manager
Ginger Hotels, an IHCL brand
04.2012 - 03.2021
Front Office Executive
Country Club
08.2011 - 03.2012
Diploma - Hotel Management & Applied Nutrition
The Institute of Education & Management
Bachelor of Science - Hotel Management
Himalayan University